Experience

Proinf

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• ServiceNow Developer

  • Dec 2020 - Present

  • Responsible for implementing Service Catalog and Request Workflow Design and Configuration.• Designed CI orchestration activity layouts to automate CI processes across the ITSM spectrum from monitoring tools such as Solar winds to be able to create alerts and incidents into JIRA.• Configured attestations (GRC) for different process owners on a quarterly basis.• Created various workflows for Incident Management, Change Management, Service Requests and SLA's. Set up the SLA for the various ITIL processes as per the requirement. Involved in redesigning the workflows using ServiceNow workflow editor.• Worked on the ServiceNow Agent Mobile App. Designed and developed the ServiceNow Agent mobile app as per the organization’s requirement in ServiceNow Studio.• Developed and implemented ServiceNow Agent Chat and workspace for better experience between end users and IT support agents. • Performed the task of using Discovery to load configuration information to CMDB.• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.• Configured ServiceNow discovery and orchestration• Performs integrations and process automation using ServiceNow Orchestration.• Data Migration from REMEDY ITSM to ServiceNow ITSM, CMDB.

• ServiceNow Developer

  • May 2020 - Dec 2020

  • Customized Incident, Problem and Change forms of ServiceNow using UI Policies and Client Scripts.• Implemented on Call Scheduling plugin and created Rota and rosters by the schedules provided by each operating support group.• Experienced in Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates.• Worked on Discovery and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.• Created a custom login page through Content Management System using AngularJS, HTML and CSS.• Worked on latest upgrade of ServiceNow ATF (Automated Test Frameworks) to run test suites for Incident module. Experienced in configuring case form to display fields based on requirement and creating rules and routes to assign cases to specific customer service agents based on the conditions.• Involved in implementation of SAML 2.0 for Single Sign On (used OIM).• Implemented Discovery phase 1, identifying windows and Linux servers via MID-server on IP ranges provided within the data center.• Involved in LDAP integration and configured DNs in lower environments.• Created various workflows for various Catalog Items.• Configuration of Email Notifications and develop mail content using mail scripts.• Responsible for gathering requirements and developing/customizing Service Catalog Items.• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.• Created various SLA’s as per client requirement for Incident Management.



InfoBeans

• United States
• Software Development
• 700 & Above Employee

• ServiceNow Developer

  • Aug 2017 - May 2019

  • Developed business process improvement plan and process to integrate Incident, Problem, Change and Availability Management.• Conferred with clients to discuss their options so that rehabilitation programs and plans for assessing needed services can be developed.• Conducted assessment of existing change control, incident, and problem management processes to develop and implement continuous process improvement plan.• Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3/other service lines based on the scope.• Design and Implementation of service requests through service catalog in service now• Creating catalog items, workflows, inbound emails actions for service requests.• Configuration and customization Service Portal, Web Pages, Widgets and Dashboards.



SUPREME LASERS UNIT 1

• India
• 1 - 100 Employee

• Java Developer

  • Feb 2017 - Sep 2017

  • Gathered required information for the project and involved in analysis phase.• Created UML class and sequence diagrams using Rational rose.• Used HTML, JSP, JSP tag libraries to develop presentation tier.• Developed java server pages, Action classes and EJB’s for user transactions. • Used JDBC calls in the Enterprise Java Beans to access Oracle Database.• Designed Java Servlets and objects using J2EE Standards.• Mapping of the servlets in Deployment Descriptor (XML).• Used JDBC to interact with Oracle data base for storage and retrieval of information.• Used Entity beans as the model to represent the persistent data and interacted with Oracle data base as per MVC Architecture.• Involved in coding for JUnit test cases, ANT for building the application.